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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (37th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (18th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It extracts what the IQ Bot does, converting it and ensuring the entire process right from the input to the output and is fully automated. It is digitizing a particular process, which is really great."
"We have been with Automation Anywhere as their platinum partners, and for us, the first and foremost recommendation to any customer is Automation Anywhere, which is true from the price perspective, feature perspective, and support perspective."
"It has changed our mindset, as people have started to think about automating things and come up with new perspectives, alternatives, or improvements by which automation can be implemented."
"We have increased our productivity by five times as of now, and we are still growing."
"We have a close relationship with our account manager and technical support. This relationship makes the difference."
"An easy to deploy and learn automation tool that can save resources, effort and money."
"We have seen increased productivity, because what used to take about two days to finish with laymen doing computer work, a bot can finish within a seven to eight hour time frame, meaning we are removing a lot of man-hours."
"Courses on Automation Anywhere University are very easy to learn."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"Before Service Desk, we were kind of flying a bit blind internally, but with it, we're still in the honeymoon phase and it has provided us many, if not all, of the tools that we're looking to use and implement in our system."
"A big advantage of this solution is that with a proper definition of the processes, almost anything can be configured and scripted."
"The most valuable feature is the ability to integrate many processes – like change management, incident management, problem management, CMDB, all of them – in the same tool."
"Customer service is excellent."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"It has a lot of information, the way we have it set up, that you can use."
"For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose."
 

Cons

"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."
"I would like to use VB.NET native code inside of Automation Anywhere."
"There are some business areas for which this tool is not capable of doing, such as in the areas of graphically-based input."
"There are many bots available on the Bot Store. However, my developer told me that he was unhappy with the quality of the bots available."
"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."
"Its pricing definitely needs to be more competitive. When licensing costs are high, we cannot use this tool for automation."
"I feel the tool has to provide deeper insights for debugging issues, considering both internal and external factors."
"It is not able to use OCR effectively and has limited usability."
"The GUI looks a little dated."
"Customization and configuration of CA Unified Self-Service needs improvement."
"One area of this product that needs improvement is the user mobile experience."
"The software asset management is a feature for which we don't find the correct functionality."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"More user experience in the look and feel of the application. ​"
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps."
"The setup was complex. Out-of-the-box was definitely a difficult configuration because a lot of manual configuration needs to be done."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
 

Pricing and Cost Advice

"Overall, the pricing of Automation Anywhere is good."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."
"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."
"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
Information not available
"I think pricing of this model is suitable for growing corporations."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"I don't see anyone other than large companies being able to afford this system."
"The solution is quite reasonable compared to other solutions in the market."
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
No data available
Financial Services Firm
20%
Outsourcing Company
16%
Manufacturing Company
10%
Construction Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, Teclib' and others in IT Service Management (ITSM). Updated: October 2026.
920,769 professionals have used our research since 2012.